Salesforce Platform Developer Practice Exam

Which of the following configurations is NOT possible with case assignment rules?

1. Assigning to public groups

2. Assigning to queues

3. Multiple active assignment rules

4. Assigning to inactive users

The correct answer is: Assigning to inactive users

Case assignment rules are used in Salesforce to automate the distribution of cases to users or groups based on specific criteria. The configurations that these rules support include assigning cases to public groups, queues, and even specifying criteria that determine which rule becomes active at any moment. When it comes to assigning cases to inactive users, this option is not feasible because assignment rules need to direct cases to users who are active and able to respond. If a case were assigned to an inactive user, that user would be unable to take action on the case, defeating the purpose of having an assignment rule that aims to streamline case management. Inactive users lack the necessary permissions and availability to handle new cases. The other configurations, such as assigning to public groups or queues, leverage the collaborative nature of Salesforce to ensure that cases are managed efficiently. There can also only be one active case assignment rule at any time, which prevents the system from having conflicting directives on case handling. This reinforces the ability to maintain a clear and orderly workflow for case management within the platform.